FRIDAY AJAYI
• - •-
SUMMARY
I am highly motivated and results-driven sales professional, customer care, and administrative
expert with over 7 years in delivering exceptional customer support, generating leads, qualifying
prospect and driving revenue growth. Proficient at handling administrative tasks, customer
inquiries, managing calendars, resolving issues, and fostering strong relationships to ensure
customer satisfaction and loyalty. Quite skilled in utilizing CRM systems and other communication
tools to resolve customer queries and enhance service efficiency. I have a proven record of
achieving a high first-contact resolution rate. Committed to continuous improvement to enhance
customer experience. Friday is a proactive team player with excellent communication skills, capable
of thriving in fast-paced environments and managing multiple priorities.
WORK EXPERIENCE
Freelance - Customer Support, Administrative Assistant, Telemarketing and Sales
To Date
Managed inquires and resolved issues for diverse clients leading to 95% clients satisfaction rate
Streamlined office operations, efficiently organized schedule and improved productivity
Generated high quality leads and consistently exceeded monthly sales target.
Closed deals, developed strong client relationship and contributed 15% overall sales
ISON BPO LTD
Administrative and Customer Support Officer
August 2018 - March 2024
Managed daily schedules, coordinated meetings, and organized travel arrangements for
staff, enhancing productivity by 25%.
Delivered actionable insights from sales reports that led to a 10% increase in quarterly sales.
Kept accurate records of clients’ interactions, inquiries, comments, and complaints on
relevant systems and applications.
Streamlined email management, reducing response times by 50% and maintaining a 99%
satisfaction rate.
Generated and qualified over 500 new leads in a quarter, contributing to a 20% increase in
sales pipeline.
Spanco BPO Channel
Call Centre Team lead
Sept 2013 - July 2018
Tracked key performance indicators (KPIs) such as average handling time (AHT), first call
resolution (FCR), and customer satisfaction (CSAT). This led my team to exceed performance
targets.
Collected and presented actionable insights from customer feedback, leading to a 25%
improvement in service processes and product features based on customer needs and
preferences.
Developed and implemented a client feedback loop system, which increased customer
engagement by 40% and provided valuable insights for continuous improvement.
Established strong, long-term relationships with key clients which Increased customer loyalty by
fostering a 30% improvement in repeat clients interactions.
Guided my team members in adherence to company policies, procedures, and regulatory
requirements, Keeping the team informed of any changes in policies or regulations.
Airtel Nigeria
Customer Care Executive
July 2011 -Aug 2013
Provided detailed information about products or services, helping leads make informed
decisions which led to 15% conversion rate.
Made outbound calls and successfully gathered and analyzed clients feedback to improve
service offerings.
Delivered quality customer service to a minimum of 150 calls (inbound) daily with
professionalism.
Logged clients queries promptly and ensuring that those not resolved on first contact are
escalated to the back end for resolution.
Identified and qualified potential clients, contributing to a 20% increase in sales pipeline.
Actively participated in team meetings and training sessions, sharing best practices and
mentoring new team members, which enhanced the team's collective skills and knowledge.
Zain Nigeria
June 2009 -March 2011
Customer Solution Provider
Attended to a minimum of 150 calls daily Delivering quality customer service for a minimum
of 120 customers a day with professionalism, thereby achieving over 90% resolution in firstcontact.
Logged and resolved customer queries, maintained accurate customer interactions and
transaction records using CRM software {REMEDY}
Demonstrated excellent crisis management skills during peak times, reducing customer
complaints by 50% during critical periods by maintaining calm and clear communication.
Efficiently managed calls to minimize talk time while maintaining quality.
De-escalated situations with upset or irate customers, turning potentially negative
experiences into positive ones.
EDUCATION
Master in Educational Administration and Planning
National Open University of Nigeria
B.Ed. Business Education
May 2017 - Jan 2019
April 2002 - Jan 2006
Olabisi Onabanjo University
SKILLS
Excellent and Effective Communication
Lead Generation & Qualification
Keen Attention to Details
Knowledge of CRM software
Cold Calling & Email Outreach
Strong Problem Solving Ability
Active Listening Ability
Team Collaboration
Market Research & Analysis
Conflict Resolution and Negotiation
CERTIFICATIONS
2024: PGD - Logistics and Supply Chain Management - Chartered Institute of Supply
Chain Management
2023: Certificate - Supply Chain Management - Rutgers Business School, Newark-USA
2021: Certificate - Procurement and Logistics - Disaster Ready Learning Platform
2015: Certificate - Customer Service Training - Alison Learning Platform
2015: Diploma
- Operations Management - Alison Learning Platform
REFERENCE
Available On Demand